Has anyone had Service Desk comments show as being created by a different user?

Question

Comments written by a Service Desk user are showing as being created by one of the Jira System admins.  We have had this happen twice.  In both cases, something else about the user that made the comment was recently changed. (ex. email address, name)  Please note, the change was not done sys admin that is displaying.

Has anyone else seen this?  If so, how do you correct it?

Christi Bickley · Answer

Thank you.  We will check that out.

Angélica Luz · Answer

Hello Christi,

Thank you for reaching out to Atlassian Community!

When something changes on a ticket and it was not manually done by an admin, it means that some automation is running. So, for example, when an agent posts a comment, the automation runs to change the status from "Waiting for Support" to "Waiting for customer".

The automation must have a default user, that's why it usually uses the admin's account and it will show on the ticket history that the admin did the change when it actually, was the automation.

To confirm if it's that, please go to Project settings > Automation.

On the main page, it will show the default user and also on each automation it will show if the automation will run as the project default or by the user that triggered the action.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica